St. Petersburg, FL 33701
Mon-Fri: 8:00 am – 5:00 pm; Sat & Sun - closed.
(727) 687-2710
Contact us via email
GET A QUOTE
St. Petersburg, FL 33701
Mon-Fri: 8:00 am – 5:00 pm; Sat & Sun - closed.
(727) 687-2710 GET A QUOTE

Joy of Cleaning Welcome Packet

Welcome to the Joy of Cleaning family!! We’re SO thrilled and honored that you’ve made the decision to trust our team with your space. Our aim is to develop a beautiful relationship with you over time so we can truly meet your unique cleaning needs, and help you #findyourjoy by removing a few things from your to-do list so you have more space for things that make your heart happy. 

We are a locally owned, small business, employing people (people, who we might add, are exceptional human beings!) in YOUR community. Unlike the well-known, national cleaning chains’ systematic approach, we pride ourselves on being able to offer you a customized, high-quality service that fits into your life just the way you need it to. 

Since we’re just getting acquainted, there are a few things we want you to know about the way we work. We’re happy to answer any questions that come up along the way – we believe open, clear communication is the foundation for any healthy relationship 🙂 And we look forward to getting to know your space.

  • Time Estimates: The time estimate (especially for your first cleaning) is just that, an estimate. We’ve learned over time the best questions to ask to hone our estimate process and give you our best guess, but with a customized service like ours, there’s no way for us to know exactly how much time we need to complete the job until we are onsite and can see how much work there is to be done on cleaning day. If we’re mid-cleaning and it becomes apparent we will need extra time, we will contact you via text message with an estimate of additional time needed and additional cost. With your approval, we’ll finish through to completion. Or we’ll stop within the original allotted time if you prefer, under the expectation that not everything will be done – we’ll simply get as much done as possible within that time.
  • Scheduling and arrival times: We do our very best to adhere to a precise schedule, but in this business, time fluctuates. Some jobs take less time than expected, some take more. Transit time can fluctuate due to things like construction, accidents, and traffic. Thus we operate on a flex-arrival time basis similar to other home services like AC service companies or cable companies. Please be prepared for our team to potentially arrive within an hour on either side of your scheduled arrival time. Hey, we’re happy we can provide a 2-hour window instead of the typical 4-hour window of most home services 🙂
  • Billing: We are paperless and require a credit or debit card on file (this information will be collected when you make your first deposit) – rest assured, our payment processor does so through secure encryption so your information will be safe. You will be billed automatically to the card on file upon completion of each service. We’re always looking for ways to make your life easier, no need to worry about remembering to pay your bill!
    • Just a reminder that the quote we provide is an estimated range, the amount that appears in the price column is NOT final. We provide a range because each house is different in what it requires to get the job done well – this is a customized service rather than an exact science. We do our very best to stay within the range and typically do based on the info you have provided. In the event we need more time, we will contact you beforehand for approval the exceed the range.
  • Satisfaction Guarantee:
    • Initiating a Complaint:
      • To be eligible for our 110% money-back guarantee, clients must open a complaint within 24 hours of the completion of the cleaning service.
      • Complaints can be opened by contacting our customer service department via phone at 7273083968 or by email at ana@joyofcleaning.com
    • Assessment and Revisit – Non-negotiable step within this policy.
      • Upon receiving your complaint, our team will promptly assess the issue (client must send pictures of the issues stated) and work with you to schedule a convenient date and time for a revisit by our cleaning team.
      • During the revisit, our cleaning professionals will address and rectify any aspects of the service that did not meet your expectations or were not completed to your satisfaction.
    • Client Satisfaction:
      • After the revisit, if you are still unsatisfied with our services, you are eligible for a 110% refund of the total service cost.
      • The refund will be processed within 7 business days from the date of the revisit, and you will receive 110% of the total amount paid for the initial cleaning service.
    • Exclusions:
      • Our 110% money-back guarantee does not cover issues related to pre-existing damage that was present before the cleaning service.
      • This guarantee is only valid for services performed by Joy of Cleaning, and not for any additional or unrelated services.
      • Any alterations or changes made to the initial cleaning service by the client after the initial service may void this guarantee.
    • Notification of Unsatisfactory Service:
      • It is essential to communicate any concerns or dissatisfaction regarding the cleaning service promptly. Failure to report issues within the specified 24-hour timeframe may result in the voiding of the guarantee.
    • We are dedicated to providing you with a clean and comfortable living or working environment, and we appreciate your trust in our services. If you have any questions or concerns about our 110% Satisfaction Policy, please don’t hesitate to contact us. Your satisfaction is our top priority.
  • Special Requests: As we’ve mentioned, we’re looking to meet your needs, and we know not everyone’s needs are the same. Let us know about special requests ahead of your cleaning, so we can add the job notes to the app our team uses to keep track of each individual job, and so that we can schedule accordingly.
  • What We Do Not Clean: At Joy of Cleaning, we are committed to delivering top-notch service with every sweep and scrub. However, we must acknowledge certain boundaries to ensure the safety and well-being of our team. We regretfully cannot service homes with bug, termite, or roach infestations. Likewise, homes with an excessive presence of liquor, and cigarette butts, or those where the environment is so overpowering that our JOY techs find it challenging to operate, are outside our cleaning purview. We appreciate your understanding as we strive to maintain a healthy working environment for our dedicated staff.
  • Cancellation Policy: If you cancel your appointment within 48 hours of your appointment date, you will be responsible for 25% of the quoted cost of your service. If you cancel within 24 hours of your appointment, you will be responsible for 50% of the service. Same-day cancellations will be charged 100% of the cost of the booked service. Cancellation within a day puts us in jeopardy of having a gap in our schedule that could have been filled by someone else, and we often have a waiting list. We thank you greatly in advance for your understanding and cooperation. Cancellation fees will be charged automatically to the card on file. Cancellation timing will be determined in accordance with our business hours (weekdays 8 am – 5 pm). A text message after 5 pm the day before service for example would be considered same-day cancellation – please plan accordingly. If you still would like to cancel please visit here.
  • Reschedule Policy: If you reschedule a cleaning that is NOT currently scheduled within the next 72 hours you’re good to go, no fee. Simply let us know your preferences for rebooking. For all reschedule requests, we ask that you allow a 7-day window to lock in a new slot on the schedule (although if we have an earlier opening we’ll let you know)! If you are rescheduling an appointment that’s approaching within the next 48 hours, you will be charged 25% of the quoted cost of your service. If you are rescheduling an appointment that’s approaching within the next 24 hours, you will be charged 50% of the quoted cost of your service. Same-day requests to reschedule will be charged 100% of the cost of the booked service. We thank you in advance for your understanding and cooperation, as a small business last-minute gaps in our schedule are very costly. If you would like to reschedule please visit here.
  • Pets: Joy of Cleaning is a pet-friendly service and perfectly happy to service your family, no matter the various species it includes 🙂 PLEASE NOTE: Joy of Cleaning is not liable or responsible for your pets. YOU know your pets best. If you have concerns about your pet’s behavior, health, well-being, safety, etc. (ex. risk of a pet running out the door, becoming aggressive/nervous/anxious around unfamiliar faces, being too close underfoot whilst your cleaning techs are trying to move around and clean your space, etc) please note it is your responsibility to mitigate those concerns. It is solely your responsibility as the pet owner to contain/restrict your pets and/or remove your pets from the property during cleaning service if you feel it necessary or have any concerns.
  • Choosing the Right Cleaning Service: We ask that you pay close attention to the service description when choosing/booking service. If you have questions prior to booking, don’t hesitate to reach out and discuss with us! Our team has performed thousands of cleanings and is well equipped to recognize the work required of a particular job, almost immediately upon arrival. Upon arrival, if it is apparent a different service level is required (for example: you booked a regular cleaning and upon arrival, our team observes excess dust and would need much thorough cleaning, the service you’d need is a deep-cleaning.), our cleaning team will report back to the office and you will be notified of additional time/cost. With your approval, the team will proceed with the visit with the necessary adjustments. If you do not approve additional time/cost needed or need time to think, you will be charged 25% of your original visit to the card on file, which can either be applied to your rescheduled visit or will be non-refundable should you choose not to move forward.
  • Adequate Property Access & Working Conditions: We must be able to access your property at the time of arrival, and there must be running water, electricity, and working toilets. If our team arrives and is unable to gain access to the property at the scheduled arrival time, or there is no running water or electricity, you will automatically be charged 50% of your estimate, and our team will reach out to reschedule. For move-in/move-out cleanings, a deposit of 50% is required upon booking. This deposit is non-refundable and counts as a penalty in the event of access or utility issues. For other types of cleaning services, a 30% deposit is required upon booking. If our team cannot access the property or there are utility issues, we will charge an additional 20% to match the 50% penalty.
  • We are not biohazard equipped: We understand that in the cleaning of bathrooms, for example, we may encounter trace levels of human urine or feces. However, beyond trace amounts, our team is not equipped for the cleanup of bodily fluids or feces (human or animal). If you have a situation requiring significant feces cleanup, blood, etc. you will need to hire a team with that specific specialty.
  • Misrepresentation of Property Condition: We get it, life happens. Perhaps the condition of the property has changed since you requested your estimate, or you misunderstood some of the questions during the quoting process. It’s okay, we’ll just need to adjust together. If our team arrives and it’s immediately apparent that the job will require at least 50% more than the estimated time, we will contact you with two options. The first option will be our team, cleaning for the time of the original estimate, and simply scheduling a second visit for another time to finish. If you DO NOT wish to split the cleaning into two visits, you will be charged 25% of the original estimate and we can schedule a longer visit for another day. If you choose to accept the estimate for the rescheduled visit, 25% can be put toward your total. If you choose to reject the new estimate for the rescheduled visit, the 25% you were charged is non-refundable. We allocated resources to your job and appreciate your understanding. Applicable fees are billed automatically to the card on file. 
  • Oven Cleaning Policy: At Joy of Cleaning, we prioritize the safety and satisfaction of our clients. To ensure the best possible cleaning experience, especially when it comes to ovens, we have implemented the following policy regarding the use of self-cleaning options and cleaning products. We ask our clients to run the self-cleaning option on their oven the night before the cleaning and the oven needs to be cooled down prior to the cleaning.  Some ovens don’t allow the usage of products when using the self-cleaning option and for that, the client must inform us with any relevant information regarding that in writing.
  • Non-Solicitation of Employees: At Joy of Cleaning, we invest in hiring, training, and supporting our team to provide the highest quality service to our clients. To protect our business and ensure the integrity of our services, we strictly prohibit clients from soliciting, hiring, or attempting to employ our cleaning technicians for private cleaning services outside of Joy of Cleaning. By using our services, you agree not to directly or indirectly solicit, hire, or attempt to hire any Joy of Cleaning employee for personal cleaning services during their employment and for a period of one (1) year after their termination from Joy of Cleaning. Employees are contractually bound by a non-solicitation agreement, which includes a monetary penalty of $12,000 per client for any direct engagement outside of our company. If you have a specific cleaning request or would like to schedule additional services, please contact our office directly, and we will be happy to coordinate everything for you. Thank you for respecting our policies and for supporting our dedicated team!

  • Consent to Communications: By completing our request form, you hereby consent to receiving email and text message communications from Joy of Cleaning. These communications may include updates, promotions, service announcements, and other marketing content designed to keep you informed about special offers and company news. You can opt-out of these communications at any time by following the unsubscribe instructions provided in each message or by contacting our customer service team.

  • Reviews: We take immense pride in the fact that our business is almost entirely referral-based. If we earn 5-stars in your book we’d appreciate you leaving a review on Google (Joy of Cleaning FL – we’re the pink logo!) or Facebook (or both!) to tell others about your experience! Words can’t quite express gratitude when our customers share their kind words with the world. And if we didn’t earn 5-stars in your book, please don’t hesitate to call us directly or shoot us a text message so we can discuss and make a plan for improvement, we want to know what we can be doing better!
  • Stay Connected: Be sure to “like” Joy of Cleaning on Facebook and follow us on Instagram @joy_of_cleaning for insane before & after satisfaction, cheesy humor, announcements, promotions, and more! And if you come home on cleaning day ecstatic, snap a pic and tag us!! We love to hear and see your joy.
    • On that note. Please be aware our team does take before and after photos of their work. First as a method of team building and accountability. Across teams, our team members like to encourage one another, share tips and tricks, etc., and congratulate one another on particular impressive feats 🙂 And also because a primary way we promote our business is to show samples of our work.  Photos get dumped into one secure folder and are anonymous (not attached to customer name or address). We never take photos of photos that include people, or anything that would be personally identifiable.

 

That was a lot. We really appreciate you taking the time to get acquainted with some of our processes and policies. Reach out if you need anything; we’re so excited to help you #findyourjoy